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https://www.atlassian.com/itsm/problem-management
Problem management is the process of identifying and managing the causes of incidents on an IT service. It is a core component of ITSM frameworks. The closer you get to real incident experts, the less you actually hear the question: “What caused the incident?” Sure, you’ll hear it plenty from executives, and customers, and the press.
https://www.atlassian.com/it-unplugged/itsm/problem-management-video
Houston, we have a problem. Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on …
https://www.kepner-tregoe.com/itsm-technical-support/
Tech Support Vendors of technology products and services support their customers in many different ways. Having a consistent methodology for troubleshooting, problem solving and managing during a crisis helps differentiate you from your competition and empowers your company to deliver the world-class customer experience users expect from you as their supplier.
https://www.thinkhdi.com/~/media/HDICorp/Files/Research-Corner/RB-ProbMgmt-April2014.pdf
Problem Management in Technical Support HDI Research Brief, April 2014 4 and problem management will help organizations tie the problem and its resolution to those incidents that should no longer occur.” The results for MTTR are similar to the previous metric. They indicate that implementing problem management
https://support.symantec.com/us/en/article.TECH236699.html
The Escalation Team is a Virtual Problem Management Team of Symantec specialists, including the following technical and management staff: Technical Support Engineer. Develops and documents the technical action plan. Identifies need for additional technical assistance, that is, technical …
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